The player from Peru has her account closed by Rabona due to an 'administrative decision' after not completing verification within the 30-day period they set. She requests an extension because obtaining a bank statement can take up to 55 days in her country, but the casino refuses to accommodate her.
Rabona Casino - Player's account has been closed for verification delay.
Amount: 9,513 S/.
Rabona Casino
Safety Index:Very highSafety Index
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Case opened
Current status
Waiting for Casino Guru to reply
6d 19h 59m 31s
Case summary
4 hours ago
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1 week ago
Translation
The betting house Rabona closed my account due to an "administrative decision" after exceeding the 30-day period they set for account verification. I tried to contact them to request an extension of this period, considering that they were asking for the bank statement of my deposits, which can take up to 55 days to obtain after the deposit is made. However, they refused to grant me this extension. The banks in my country (Peru) usually send bank statements every 30 days, typically 10-15 days before the payment dates and up to 50-55 days after the transactions (deposits) made with the credit card. I believe that the betting house Rabona is being unfair and inflexible, as I am fully willing to cooperate with their KYC verification process, but they are not allowing me to do so. I have researched other betting houses, and none of them enforce this rule of setting deadlines for account verification.
Automatic translation:
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6 days ago
Dear arubio290392,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with your account at Rabona.
To help us better understand your situation and assist you effectively, could you please clarify a few points?
- Can you confirm the exact date when you received the notification about your account being closed and the initial request for verification?
- Did you receive any specific instructions or details from Rabona regarding the KYC process that might help clarify the situation?
- Have you attempted to escalate your concerns with a supervisor or a different support team member at Rabona? If so, what was their response?
- Additionally, if you have any relevant communications with Rabona regarding your account closure or the KYC process, please forward them to petronela.k@casino.guru.
Your cooperation is crucial for us to proceed with this case and work towards resolving the issue. Without your input and additional information, we won’t be able to take further steps to assist you.
I hope we will be able to help you resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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5 days ago
Translation
Hello
- The administrative closure of my account was around August 12th when I was unable to log in to my account, and later I found in my spam mail notifications about the closure and verification of my account. Verification was available from the Rabona website for about a month before.
- Rabona told me that the KYC procedure could be done from the web or by email; however, after closing my account, they no longer allow the KYC procedure to be done by email.
- I contacted them on several occasions both by email and the support chat, in all cases Rabona mentions that I cannot carry out the KYC procedure because I exceeded the 30-day deadline they establish, despite the fact that I did not commit any serious offense against the casino.
Automatic translation:
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16 hours ago
Hi arubio290392,
Please understand that some casinos are required by their licensing authorities to complete player verifications within 30 days, and this is not solely at the casino's discretion.
- Could you clarify whether your winnings were accumulated with or without an active bonus?
- If they were from a bonus, was it a free one, or did you make a real money deposit to activate it?
- When the casino requested the documents, did you inform them right away that you wouldn’t be able to receive them from your bank for at least 50-55 days?
Thank you.
Casino Guru is examining the case
